Komal Kumar N L
Customer Service Associate(Client Service Management)
Bengaluru,KA
Summary
Dynamic and results-oriented professional with over 3.6 years of specialized experience in Client service management and Plan management under 401(k) and 403(b) retirement plans. Proven ability to quickly learn and adapt, contributing effectively to the organization's strategic direction while thriving in fast-paced environments. Exceptional communicator with strong oral and written skills, complemented by meticulous attention to detail and a talent for fostering relationships across all levels of an organization. Dedicated self-starter committed to teamwork and driven by a passion for excellence in performance.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Customer Service Associate
Accenture
08.2024 - Current
- Serve as a key liaison between the Client Services, Operations, Compliance, and Distribution teams to ensure the timely processing of pending client distributions, rollovers, and account transactions.
- Manage and support 401(k) and 403(b) retirement plans for U.S.-based clients, ensuring accurate processing, compliance with IRS regulations, and timely resolution of client inquiries.
- Conduct proactive outreach to clients via email and secure messaging to collect outstanding documentation, clarify requirements, and guide them through the next steps to complete distribution requests.
- Monitored daily distribution queues and pending reports to identify bottlenecks, collaborated with internal teams to resolve obstacles, and managed multiple processing queues to ensure timely processing while meeting turnaround times (TAT) and service level agreements (SLAs).
- Effectively trained and mentored new associates during a business transition, delivering comprehensive support through calls, Microsoft Teams, and on-floor assistance to ensure seamless integration and operational excellence.
- Developed and streamlined clear, step-by-step procedure documentation during the business transition, ensuring accuracy, alignment with organizational standards, and enhancing team knowledge sharing to support operational efficiency.
- Conducted audits to identify and resolve transaction rejects caused by system gaps or associate errors, ensuring process accuracy and operational efficiency. Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Collaborated with processing teams to ensure timely resolution and adherence to standard operating procedures.
- Created comprehensive training materials for new analysts, accelerating onboarding, and improving team productivity.
- Improved reporting accuracy through regular, detailed data audits, and quality checks.
- Assisted customers by addressing inquiries and resolving issues, resulting in improved satisfaction and loyalty.
- Streamlined communication processes between teams, enhancing efficiency and reducing response times for customer requests.
- Developed and maintained comprehensive knowledge of products, contributing to accurate information dissemination and customer trust.
- Trained new associates on customer service protocols, fostering a collaborative and knowledgeable team environment.
- Collaborated with cross-functional teams to facilitate problem resolution, enhancing overall service quality and team performance.
- Participated in regular training sessions to stay updated on industry best practices and improve service effectiveness.
Process Associate
VOYA INDIA GLOBAL SERVICES PVT LTD
03.2022 - 08.2024
- Deal with different plans and participant-level changes as a part of assistant plan management.
- Processing complex and research-based activities on a client basis.
- Coordinate with the plan manager and internal coordinators to make changes according to the client's requirements.
- Responsible for handling and escalating the issues or concerns identified.
- Worked in two transitions: APM Corporate and APM TEM.
- I worked on procedure documentation during the business transition.
- Working on an audit to verify any transaction rejects due to system gaps or associate errors.
- Responsible for handling error reports, such as Slash E, unassigned tasks, and participant header errors, etc.
- Based on the provided details and instructions, here are eight resume experience statements for the role of Process Associate at VOYA INDIA GLOBAL SERVICES PVT LTD, reflecting a strategic tier experience level:
- Streamlined process workflows by implementing quality control measures, enhancing operational efficiency and reducing errors in documentation.
- Analyzed data trends to identify process bottlenecks, leading to improved turnaround times and increased accuracy in project deliverables.
- Collaborated with cross-functional teams to develop process improvement strategies, resulting in enhanced team productivity and streamlined communication.
- Facilitated training sessions for new team members, fostering a culture of knowledge sharing and operational excellence within the department.
- Managed daily task assignments and workflow prioritization, ensuring timely completion of projects while maintaining high-quality standards.
- Developed and maintained comprehensive documentation of processes, contributing to improved compliance and standardization across operational protocols.
- Provided ongoing support for process-related inquiries, enhancing team capability to resolve issues promptly and efficiently.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Education
Bachelor of Commerce - Banking And Finance
Bangalore University
Bengaluru, India 04.2001 -
Class X - State
Karnataka Secondary Education Board
Bengaluru, India04.2015
Skills
Client relationship management
Wealth management support
Documentation and reporting skills
Effective client communication
401(k) and 403(b) plan management
Effective escalation resolution
Cross-functional collaboration
Training and mentoring
Procedure documentation
Root cause analysis
Team collaboration
Time management
Certification
ASPPA Certified (2023)
Accomplishments
- Standout performer award for exceptional performance in the Q1 & Q2 Of the year 2023
- Great Job award in the March 2024
- Currently pursuing CFA
Declaration
The above information provided by me is true as per my best knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Place: Bangalore Date: Komal Kumar NL
Timeline
Customer Service Associate
Accenture
08.2024 - Current
Process Associate
VOYA INDIA GLOBAL SERVICES PVT LTD
03.2022 - 08.2024
Bachelor of Commerce - Banking And Finance
Bangalore University
04.2001 -
Class X - State
Karnataka Secondary Education Board